Senior Director - Engineering Operations

Responsibilities (Text Only)

The role is focused on one of Microsoft’s most complex customers. The Senior Director of Engineering Operations will be responsible for the success and outcomes of run state services supporting a complex integrated solution provided by Microsoft Product Groups and select partners. The Senior Director is a seasoned executive who will leverage their strong operations background and collaborate closely with UK and US teams, specifically in Azure CXP and Azure Core.

1. Operations Leadership
   • Lead strategy, direction, and drive excellence in operations for our strategic customer engagement.
   • Ensure key SLA targets for support responsiveness, cloud availability, and time to mitigate are met.
   • Collaborate with cross-functional teams to identify and resolve issues related to cloud infrastructure and services.
   • Develop and automate operational policies and procedures for the cloud infrastructure of the strategic customer engagements.
   • Establish a crisis management function to ensure world-class time to mitigate for service outages and incidents.
   • Lead the service reliability engineering team, incident management team, architects, and service delivery managers as they transform our customer from traditional service management to modern operations.
   • Manage a 24×7 support team with on-call rotation capable of responding to the most critical incidents within 5 minutes or less.
2. Customer Relationship Management
   • Develop and maintain strong relationships with key customer stakeholders.
   • Use skills such as active listening, problem solving, and transparency to address difficult customer situations, setting and managing expectations while maintaining trust.
   • Manage relationships with external senior/executive levels up to CEO and CIO.
   • Act as the voice of the customer, leveraging feedback to inform our product team.
3. Leading Customer-Obsessed Delivery Teams
   • Create a customer-obsessed environment where team members champion customer issues and innovate solutions.
   • Foster a culture that exceeds customer expectations and proactively resolves issues.
   • Collaborate with Microsoft colleagues to enhance customer satisfaction.
4. People Leadership
   • Lead and inspire a diverse, high-performing team aligned with business objectives.
   • Balance developing existing employees and recruiting new talent.
   • Identify and develop technical and soft skills, promote inclusivity, and foster a positive environment.
   • Drive technical skill development and remove barriers to agility.
   • Champion employee engagement and improve satisfaction scores annually.
5. Technical Expertise
   • Leverage technical and operational expertise in cloud and high-performance computing (HPC) to understand customer needs and build trust.
   • Stay updated with trends in cloud computing, HPC, and AI, and lead initiatives accordingly.

Qualifications (Text Only)

Required Qualifications

• Bachelor\’s Degree AND 8+ years in IT areas such as service management, site reliability engineering, IT support, product/technical program management, or product development, or equivalent experience.
• 5+ years of people management experience.
• 6+ years managing cross-functional and/or cross-team projects.

Preferred Qualifications

• Excellent communication skills, with the ability to empathize and explain technical issues to varied audiences.
• Passion for customer obsession and delivering excellent customer experiences.
• Growth mindset and ability to learn new skills rapidly.
• Experience in technical support for mission-critical solutions, incident and crisis management, site reliability engineering, HPC and cloud operations, and operational excellence.
• Strategic thinking, ability to handle ambiguity, and practical approach to achieving goals.

Additional requirements include passing Microsoft security screenings, including the Microsoft Cloud Background Check and UK security standards. We are an equal opportunity employer committed to diversity and inclusion, providing accommodations as needed.

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